Service Representative Administrative Assistant

Shetana Wilson-Fields

**** * ******* **

Philadelphia, PA 19141

267-***-**** (mobile)

***********@*******.*** (email)

Objective:

To secure a medical office support position utilizing my previous experience, recent training, and my proficiency in the healthcare industry.

Education:

Lincoln Technical Institute, Philadelphia PA January 2012

Medical Administrative Assistant, Diploma, GPA 3.94

Cheyney University, Cheyney PA 1992 to 1996

(Business / Law)

West Catholic for Girls, Philadelphia PA 1988 to 1992

(Business Law) Diploma received

Qualifications / Business Skills:

· Outstanding customer service experience with sincere concern for others.

· Learned effective communications with culturally diverse patient populations.

· Learned medical terminology, anatomy, physiology and basic pathology using a systems approach.

· Trained to record histories, to obtained vital signs, to maintain charts, schedule appointments and outpatient admissions.

· Processed patient insurance and billing forms using standard coding systems.

· Familiar with PDR, ICD-9, CPT, HCFA 1500

· Skilled in use of business office machines, multi-line telephone systems; typing 50wpm

· Proficient using Windows operating systems.

· Mastered functions and features of Microsoft Word to create and develop professional and standardized medical documents.

· Learned spreadsheet functions and applications using Microsoft Excel.

Experience:

Envision Physicians 2012-Present

Appeals Revenue Recovery Specialist (current position)

Reviewed, modified and rebilled rejected /denied claims by assigning appropriate insurance carrier

Resolved payment issues with carriers, (e.g., denials, partial payments and 3rd party discounters)

Sent claims out according to denied responses

Balanced statements

Receipt Log Clerk

Processed the collection agency checks

Identified and printed the remits for refund checks

Completed Medicaid adjustment forms for all payers that required them

Patient Services Representative

Updated any pertinent information on an account

Accurately documented any actions or updates made to the patients’ accounts

Identified complex payor issues preventing payments

Communicated the details to appropriate internal personnel for resolutions

American Medical Response

Gathered and assembled all medical / billing records and patient face sheets

Identified deficient medical/billing records

Ensured that all documents were for the same patient on the same date of service

Telephone Inquiry Operator

Resolved underpayment issues involving commercial insurance carriers.

Responsible for sending correspondence to insurance carrier.

Followed up by contacting insurance carriers in regard to status of the appeal.

Responsible for resolving projects involving underpayments and partial payments.

Handled ongoing activities from the Payment Integrity Units as well as large appeal projects.

Merrill Lynch / Bank of America 07/10 to 12/11

Customer Service Representative Level II

Made 70-100 outbound calls per day to ensure clients understood the transition, answered clients’ questions about the transfer and deliver the Merrill Edge Advisory Center value proposition.

Recognized 3 times for going above and beyond for clients and peers, as well as building the FSA partnership excellence with helping to solidifying client’s relationship and selected as most improved associate for the month of August.

Promoted to the Distribution Department in September from the Transition Department which entailed opening/ closing accounts. Also provided additional options to clients in reference to their decision for their 401k funds as well as their IRA accounts.

Selected as team motivation strategist, in charge of creating weekly contests that drive business results and daily emails to boost team morale.

Matthews Paoli Ford 08/07 to 01/09

Accounting Clerk / Internet Specialist

Used and maintained daily backup for Reynolds Process Accounting software, processed and completed various AR/AP duties along with the daily deposit and completed the daily run of system setup Ford Combat

Promoted to Accounts Receivable / Payable department from Internet Sales Specialist which entailed co-managing the internet sales division providing pre-sales support for web-based customer inquiry and pre-authorization for automotive sales.

Reviewed web-based forms for loan procurement and provided web support for qualified applicants

Philadelphia Park Casino 10/06 to 03/07

Jackpot Window Cage Cashier / Office Clerk

Cash disbursement for large amounts, assisted with Table Return for Dealer turnaround

Selected as team motivational strategist, in charge for creating monthly team gatherings outside of work.

Office File Clerk assisting daily office support

Sovereign Bank 11/01 to 08/05

Customer Service Representative

Efficiently processed both the paying and receiving of customer transitions in a timely manner, delivered “World Class Customer Service, “ which meets and exceeds the customers’ expectations and adheres to Red Carpet Services standard

Received the “Quarter Award“ for bringing in new money to the firm and enrolling clients in new services

Addressed all sales opportunities and cross sells bank products by making quality referrals to team member who are responsible for closing the sales

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